Learning & Quality Manager

Overview

Job title:
Learning & Quality Manager

Department:
Talent & Culture

Leadership received from (directly):
Director of Talent & Culture

Leadership received from (indirectly):
Area Director of T&C

Key stakeholders:
Heads of Department, Training & Quality related staff

Our Vision, we make moments

Mövenpick Hotels & Resorts (MH&R) is in the “moments” business. We’re intimately involved in important times in our guests lives. And you never know when a moment can be made. A simple smile in the lobby can create the positivity that turns a business trip into a new business celebration. An insider tip on the best way to spend a day can make an entire holiday. A romantic dinner for two can lead to a longer term partnership.

It doesn’t take much to make a moment. Just to be genuine. And human. And warm. And take steps to do the ordinary in an extraordinary way.

We understand that this vision cannot be achieved without great people who create and support work environments designed to produce exceptional results.

The Role

The Learning & Quality Manager is responsible and accountable for the implementation and leadership of Learning & Quality initiatives within the property, to establish a continuous learning, development and improvement culture. They proactively seek to implement L&D initiatives to improve the performance of the hotel, while complying with all Corporate, Area and local requirements. The execution of this role is to be in line with MH&R vision, values and behaviours at all times.

Key Deliverables and Responsibilities

Establishment Training Tools

– Compilation and updating of the requisite technical training manuals and tools per field, in collaboration with the Area Director of Learning & Development.
– Is familiar with Corporate Talent Strategy issued by the Corporate Centre and ensures that they are applied accordingly.
– Helps in coordinating and supports yearly performance reviews for supervisory staff together with the Human Resources Department.
– Orders and organises distribution of Training Certificates.
– Ongoing information of arising problems or conflicts within the departments on a confidential basis.
– Evaluates customer needs from feedback of the guest feedback channels such as questionnaires, social media and compiles relevant measures for correction or improvement.

Administration

– Compiles course/training requirements and attendance.
– Compiles hotel inspection reports, on the job observance.
– Ensures proper course material and up-dated job descriptions for in-house Departmental Trainers are available for all departments.
– Continuously adapts them with relevant supervisors to their operational requirements.
– Counseling of supervisors/employees in training matters (How to Train, etc.).
– Establishes monthly training, quality, and business summary reports according to Hotel’s/regional office requirements.
– Implements MHR Learning & Development standards
– Coordinates up-dating of personal files of employees together with the Human Resources Department.
– Ensures that individual development plans are put together on an annual basis for Heads of Departments and below in the property
– Proper Quality Reporting and action planning implementation according to time frame.

Training

– Training of in-house Departmental Trainers, and selecting of those to cover every required field.
– Conducts co-ordinates and supervises all kinds of internal technical training and courses of the Department Heads and supervisors.
– Oversees the property induction process and programs – including WTM.
– Ensures that departmental training schedules are established every month in advance.
– Evaluates and updates property training programs and initiatives.
– Coordinates training activities in coordination with General Manager, HODs and Area Director of Learning and Development when applicable.
– Ensures completion of all training according to the company Training Matrix.
– Identifies strategic partners for development and delivery of training when appropriate.
– Drives e-learning within the property.
– Follows up with participants of external courses (including Area Learning Forum and Mövenpick Business Academy) to ensure learning is applied in the workplace.

Requirements
Quality

– Lead planning activities for Quality
– Lead a team of quality assurance committee that performs quality assurance checks. This includes hiring, skill development, and managing performance.
– Setting quality assurance objectives and ensuring that targets are achieved.
– Promote quality and performance improvement throughout the hotel.
– Assists in new hire or recurrent training delivery as required.
– Identifying relevant quality-related training needs and deliver training.
– Conduct monthly Quality Assurance meeting debate planning and action plans, and discussing the quality status quo and areas of development.
– Monitor the guest feedback and staff performance and assess the pros and cons and assist finding keys to develop and maintain high quality.
– Gather relevant data and produce statistical reports in a monthly basis.
– Conducts internal Audits and inspections to ensure standards and objectives are met.
– Coach and motivate managers and staff and display high influencing skills.
– Review Global Brand Compliance assessment and improvement reference with the hotel department heads and ensure setting and implementation of the action plans required.
– Performs special projects and other duties as assigned by management as required.

General

– Informs GM-HODs-Supervisors regarding important events and news from within the hotel operation to avoid misunderstandings and rumors/gossip.
– Activities shall be guided by the principles shown within the Learning and Development purpose and objectives.
– Is familiar with all related company documentation and especially with the relevant Operational Standards Manual for his/her field of responsibility.
– Takes personal care of a regular exchange of technical know-how with his/her colleagues from learning & development at Corporate Office.
– Familiar with the Trust You and Quality related systems

Metrics

– Learning and Development Audit
– Brand Audit
– Trust You
– Learning & Development Budget

Mövenpick Hotels & Resorts reserves the right to revise all job descriptions from time to time as business needs demand. Other duties may be assigned as & when necessary. The above-mentioned job description attempts to outline key aspects of the role, however, does not limit its right to assign other duties to an employee in this position. This job description does not constitute a written or implied contract of employment.